Testimonials

The Cable and Wireless Optus Outsourcing division was established in 1997 and has grown rapidly since its inception. This rate of growth have seen staff numbers increase from an initial 45 to a projected 250+ as of 2002

The Innovative Management & Learning was engaged to assist the division in clearly identifying its future strategic direction and together with the senior management team develop the culture, structure, systems, skills, performance management and competitive strategy required to support this Vision.

Having identified the future direction of the division from the balanced score card perspective we ensured that this was attained through the implementation of a strategic business planning process.

Our strategy development identified that the next challenge facing the division was how to transition the organisation from a technical structural segmentation of roles and responsibilities to one that comprised a customer focused teams structure. This transition commenced in December 99 and phase one was completed in mid 2000. The introduction of customer focused team had a dramatic effect on customer service levels with the organisations performance against Customer SLA's showing dermatic improvements and resulting in significant financial benefit to the organisation. The concepts pioneered and the lessons learnt at the outsourcing division have subsequently been adopted in other divisions of Cable & Wireless Optus .

In early 2002 we began transitioning a further 100 staff members into the Customer Focused teams concept

Client feedback and further information is available from Andrew Pounder Regional Manager

Queensland.

Fujitsu Australia is part of the Fujitsu family of worldwide companies embracing Amdahl, ICL, DMR which together form one of the largest computer companies in the world

In mid 2000 IM&L was commissioned by the Services Division of Fujitsu Australia to assist them with the development of their 3 year strategic plans.

Our approach comprised a divisional health check, followed by an offsite Corporate Focus & Strategy workshop involving the divisions' senior management team.

Following on from the workshop we assisted each of the business units to develop their individual business plans and IM&L has subsequently been contracted to assist the management team with the implementation of the various strategies

In addition we are have also been commissioned to run a series of Innovation workshops involving our Creative Thinking and Managed Innovation programs

In late 2001 we were commissioned to rollout IM&L's Customer Focused Teams concept across the Services Division's major clients. The implantation of the Self Managing CFT's has brought significant benefits to both Fujitsu and their clients

We continue to consult to Fujitsu on a monthly basis and work with the senior management team both in the identification and implementation of strategy

Client feedback and further information is available from Peter McFarlane Executive General Manager Service Division

Following on from the merger of Wang and Bull International the Australian division of Wang needed to identify a clear strategic direction for their service division. We worked alongside the Customer Service Director and his key staff to significantly grow the division in terms of revenue and profitability. This involved the identification and implementation of a new National structure and using the development of a framework of strategic business plans to ensure the achievement of corporate goals.

We assisted Wang in the formulation of market strategies that led to:

Wang securing the lion's share of the gaming service contracts in all states
The establishment of a help desk that among other clients secured the contract for Microsoft
A major improvement in service turnaround and at the same time a reduction in costs
Strategic alignment nationally and vertically of the Services division
An overhaul of the Logistics operation that led to a major decrease in inventory and consequently freed up capital.

Client feedback and further information is available from Keith Capp Customer Service Director

Canon Australia is a highly successful organisation, but it was recognised that in order to continue to be successful in the future there was a need to expand the competency of the business. Canon Integrated Solutions was established by Canon Australia to move the organisation from a totally box/ product selling company to one that provides a one stop solution to a clients document management and multimedia needs, initially, with further developments in the pipeline.

Working with the division head and his key managers, we have assisted them in the identification of the strategic direction of the division and the implementation of strategies to transition the organisation to achieve the desired outcomes.

Current projections show a significant growth in revenue in the formative years of this new division. We have also been instrumental in identifying the new structure required and the skill sets that need to reside within this structure. More recently, following the restructuring of the organisation, we assisted the Senior Management in the development of both short & medium term strategies to ensure the restructured division continues to exceed its revenue goals and meet the changing needs of the market.

Client feedback and further information is available form Ian Smith General Manager Integrated Solutions

In recent years Big W, together with their parent company Woolworths, have been the most successful retailers in Australia. The Innovative Management & Learning has been working closely with the senior management of Big W in a variety of areas.

Firstly in the development and implementation of a Future Leaders training program designed to fast track their high potential managers to a level of competence and confidence, which will enable them to assume a more mature role in the organisation in the near future.

Secondly with the development of their young department heads through a series of outdoor based workshops.

Thirdly the embracing of a Strategic Culture via design and implementation of Strategic Business Plans for each of their business units embracing their 90+ stores nationally and their entire Buying/ Merchandising and Head office support operations. As part of this process we have also redesigned their budgetary process to ensure that they fully reflect the organisations corporate goals and have dramatically increased ownership and accountability among all key employees

Fourthly we have been engaged to undertake a detailed review of their existing store management structure comprising some 90+stores and 600 management personnel nationwide.

Client feedback and further information is available from Garry Smith General Manager, Stores. or Judy Howard Group HR Manager Woolworths Ltd

Disney Animation (Australia) is one of only three Disney Studios outside North America. Operating for ten years it is the only major film producer owned animation studio in Australia.

For the period 88- 94 the studio produced TV animation only. In early 95 the studio was chosen to produce their first direct to video production. This higher quality film making placed enormous strain on the studio and it was quickly recognised that a dramatic restructuring and re-skilling of the studio would be necessary to ensure its survival.

After discussions with a number of organisations, the directors chose the Innovative Management & Learning to partner them in this transition. Over the past 5 years the studio has gone through a dramatic change process involving; clear identification of future direction and goals, development of strategies to achieve these goals, effective communication of new vision and supporting strategies to the 200+ studio staff, up-skilling of managers and the development of a new teams culture based structure and production process.

Today the studio is recognised as one of Disneys' most successful studios, its' most recent success being the production of the direct to video sequel to Lion King which was considered of such high quality that in Europe it was released on the big screen.

IML continue to be actively involved in the studio in the areas of continued learning, training & development and process improvement.

Client feedback and further information is available from Phil Oakes General Manager.


As an organisation going through consolidation following a major acquisition your involvement both in a consultative and business development program capacity have proven to be of extreme value both in the short-term business growth and long-term strategic development. Keith Capp Director Wang

BSI IML's ability to facilitate strategic discussions among our senior management team and communicate effectively played a crucial role in the achievement of our desired goals.

Graham Lawrence, Group Advertising Sales Director, News Limited

As you know Big W has a strong commitment to the training and development of its people. We are convinced that our competitive edge and ongoing success will only be sustained by ensuring that we have capable leaders who can develop and grow effective teams.....with this in mind we were seeking a learning activity which would go further than traditional training programs and provide our people with a series of challenges that would offer them personal and professional growth The Rustic Challenge program, which you developed for us achieved that and more. It was an excellent program in all respects and one that we will continue to support.

Judy Howard, General Manager- People Group, Big W

Walt Disney animation studio was faced with the need to undertake major organisational change and after discussions with a number of organisations we selected BSI-Innovative Management & Learning to assist us. As the studio progresses, one has to remember to stop occasionally and look back to truly ascertain what progress has been made. On these occasions, I can honestly state that most of the results achieved would have previously been beyond the realms of plausibility... clearly I am very impressed with the results of our association with BSI IML.

Philip Oakes, General Manager, Walt Disney Animation Australia

BSI IML has been my partner and right hand in developing the management skills and teamwork of my key people from managers and team leaders to complete business units. I believe their help over the last four years has been critical to our success and growth.

Steve Keim, Neverfail Springwater, (The Bulletin's "CEO of the Year" 2002)

BSI IML has helped Brisbane Transport in technical training, policy and procedures development, and a job re- engineering processes... The BSI IML approach is to consult widely in the consultative process...BSI IML staff are always happy to go the extra distance, they like to see the job completed and it is obvious they enjoy working with people.

Ron Lunt, Director, Passenger Services Brisbane Transport

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